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Role: ServiceNow CSM Support Specialist
Location: London (Hybrid)
Job Summary
We are looking for a ServiceNow CSM professional to provide BAU/production support for the Customer Service Management platform. The candidate will be responsible for troubleshooting CSM issues, supporting customer-service processes, maintaining configurations, and ensuring platform stability and service quality.
Key Responsibilities
- Provide L2/L3 BAU support for ServiceNow CSM
- Support Customer Service Case Management processes.
- Troubleshoot case assignment, routing, SLA, notification, and workflow issues.
- Configure and maintain CSM applications and functionality.
- Support customer portals and agent-facing applications.
- Manage users, groups, roles, and access controls.
- Configure forms, fields, views, UI policies, business rules, and client scripts.
- Support workflows and Flow Designer automation.
- Monitor and resolve production issues within agreed SLAs.
- Perform root-cause analysis for recurring issues.
- Support integrations between CSM and external systems.
- Prepare test scenarios and perform functional/regression testing.
- Maintain CSM documentation and knowledge articles.
- Work with business stakeholders to identify process improvements.
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Required Skills
- Strong ServiceNow CSM experience
- Hands-on experience with CSM Case Management
- Knowledge of Customer Service Management workflows and processes.
- Experience with ServiceNow administration and configuration.
- Knowledge of Business Rules, Client Scripts, UI Policies, ACLs, Flow Designer, and Notifications.
- Experience with integrations and REST APIs.
- Strong production-support and troubleshooting experience.
- Good understanding of ITIL/service-management concepts.
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Experience
3–6+ years of ServiceNow experience with relevant CSM implementation or BAU support experience.
Preferred Certifications
- ServiceNow Certified System Administrator.
- ServiceNow CIS – Customer Service Management.
- ITIL 4 Foundation.
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